@Solaire - Response I got from AGS customer service regarding help needed for this quest was a “canned response” proving either that they didn’t read my support ticket or don’t understand how their own game works (see below). Can someone please actually look into this issue “for real”?
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Message From Customer Service
Hello,
Thank you for contacting us today and taking the time out of your busy schedule.
Kindly follow the troubleshooting steps mentioned below if facing any issue with the game:
- Close other applications that may be taking up your bandwidth.
Closing applications that take up high amounts of bandwidth, or experience bandwidth spikes, may increase the total bandwidth available on your computer.
Press CTRL + Alt + Delon your keyboard, then select Task Manager.Note: Click More Details if you’re seeing the simplified view.
Under the Processes tab click Network to filter applications by their network usage.
End any applications or tasks taking up high amounts of bandwidth.
- Switch to a wired connection.
Switching to a wired connection ensures that lag isn’t being caused by wireless interference, weak wireless signal, etc. Connect your computer directly to your router or modem and then disable your computer’s wireless adapter to ensure it’s not being used.
To disable your wireless adapter:
Press Windows + R, type “ncpa.cpl” into the Run window, and then press Enter.
Select your wireless adapter. It may be labeled “Wireless Network Connection” or something similar, and could also have a wireless signal strength indicator under it.
Click Disable this network device or Disable. Your computer is no longer able to connect to wireless networks, ensuring that your connection is wired only.Note: You can enable your wireless network device by following the steps above, and then clicking Enable this network device or Enable.
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Restart your router and modem.
Unplug the power cable from your router and modem. If your router or modem has a battery, remove it.
Wait for 30 seconds and then plug the power cable back into your modem. If you removed a battery from your modem, put it back now. Wait another 30 seconds for your modem to boot.
Plug the power cable into your router. If you removed a battery from your router, put it back now.
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Troubleshoot your firewall.
Try adding Windows firewall exceptions manually:
Press Windows + R, type “firewall.cpl” into the Run window, and then press Enter.
Click Allow an app or feature through Windows Firewall and then click Change settings.
Look for the game in the list of allowed apps and features. If it’s present, make sure it’s checked, and that both the Private and Public columns have a check mark. If the app is missing from the list, you need to add it.Click Allow another app…, locate and select the app, then click Add.
Once you’ve done that, you need to ensure that the app is checked, and that it has check marks under both the Private and Public columns.
Updating your firewall software may help resolve connectivity issues. For instructions on how to update third party firewall software, we recommend checking the support pages provided by your firewall software publisher. If possible, you should also add an exception within your firewall software.
If you’re still having trouble, the next step is to disable or uninstall your firewall temporarily. We do not recommend leaving your firewall disabled long term. It should be enabled or reinstalled as soon as you’ve confirmed that it’s not causing your issues.
Steps for disabling 3rd party firewalls vary, so we recommend checking the manufacturer’s support pages before uninstalling your firewall entirely.
To uninstall a third party firewall:
Windows 10:
On the Start menu select Settings.
Select System > Apps & features.
Select the program, and then select Uninstall. Some apps built in to Windows can’t be uninstalled.
Follow the directions on the screen.
Windows 7 or 8.1:
Open Programs and Features by clicking the Start button, clicking Control Panel, clicking Programs, and then clicking Programs and Features.
Select a program, and then click Uninstall. Some programs include the option to change or repair the program in addition to uninstalling it, but many simply offer the option to uninstall. To change a program, click Change or Repair. If you’re prompted for an administrator password or confirmation, type the password or provide confirmation.
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Test your connection for packet loss or buffering.
One troubleshooting step we’d like to take is testing for packet loss. You can use various debugging tools to do this, including Packet Loss Test.
To test, go to https://packetlosstest.com/ and click the big Start Test button to start the test. Once the test is complete, the results are displayed.
See How to Fix Packet Loss – Packet Loss Test for information on resolving problems discovered in testing.
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Disable VPN or proxy services.
Ensure that you’re not using a VPN or Proxy while playing, they can cause connectivity issues such as high latency. We recommend disabling them temporarily while you play, to see if that resolves the issue.
I hope that helped and I wish you a wonderful day!
We look forward to seeing you again soon.
We’d appreciate your feedback. Please use the buttons below to vote about your experience today.
Best regards,
Amazon Game Studios
